Impact of service quality and trust on customer patronage decision: testing the moderating effects of corporate image

Rahman, Muhammad Sabbir and Mohamad , Osman and Abdel Fattah , Fadi Abdel Muniem (2014) Impact of service quality and trust on customer patronage decision: testing the moderating effects of corporate image. In: 2014 Asia Conference on Economics & Business Research (ACEB), 13-14th November 2014, Singapore. (Unpublished)

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Abstract

The aim of this inquiry is to test the impact of service quality and trust on customers’ patronage intention under health insurance products in Malaysia. The research considers the moderating effects of corporate image in between, trust and customers’ patronage intention. In summation, this research also examined the mediating impact of trust in between service quality and patronage intention of health insurance products in Malaysia. The outcomes indicated that all the paths were significant in their relationship except one. Even so the mediation impact of trust was partial rather full. Moreover, the result revealed that there is a moderating effect of corporate image of the structural model measuring the effects of trust on the customers’ patronage intention of health insurance products.

Item Type:	Conference or Workshop Item (UNSPECIFIED)
Additional Information:	7172/39261 ISBN: 978-981-09-0090-8
Uncontrolled Keywords:	Service quality, decision, corporate image
Subjects:	H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5001 Business. Business Administration H Social Sciences > HF Commerce > HF5001 Business. Business Administration > HF5410 Marketing. Distribution of products
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Languages and Management
Depositing User:	Dr Muhammad Sabbir Rahman
Date Deposited:	25 Nov 2014 10:49
Last Modified:	24 May 2018 14:06
URI:	http://irep.iium.edu.my/id/eprint/39261

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